I have created an extra field on a company record in SuperOffice Service. The field stores information if the company has a support contract or no. I would like to be able to see this information in a support request. How do I set up my SuperOffice Service to be able to see an extra field in the request's details?
Please follow the instructions below:
- If you want to make your extra field information visible in the request screen only for you
- If you want to make your extra field information visible for you and/or your colleagues
If you want to make your extra field information visible in the request screen only for you
- Open a request and click on the screwdriver icon
in the header of the request or in the Details tab, depending on where you want to see a new field.
- In the Edit element profile screen, in the New field line, navigate to your extra field (2) and give it a name, which you want to see in your request details (1) and click on + sign (3) to add a field. On the same screen, you can make more personalization for your request screen, such as a grouping of fields, adding headers for groups, changing sizes of columns, etc. Once you are done, click on the OK (4) button to save the settings.
- Then the extra field is gonna be visible on the screen of requests.
If you want to make it visible for you and/or your colleagues:
- Click on the
icon and then on Profile.
- Expand System screens then View ticket and next to ticketinfo click New common profile.
- Give a name (1) to the profile, in the New field line, navigate to your extra field (2) and give it a name, which you want to see in your request details (3) and click on + sign (4) to add the field. On the same screen, you can make more personalization for your new screen, such as the grouping of fields, adding headers for groups, changing the sizes of columns, etc. Once you are done, click on the OK (5) button to save the settings.
- Click on the
icon and choose Roles.
- In the list of roles and find the one (or some) who should be able to see the field in the request screen and double-click on it.
- In the Edit role screen, click on the Profile (1) tab, and in the New element profile (2) field navigate to the profile that, you have created in step 3, click on it (3), then click on + and OK (5) to save the settings.
- Now all users who have this role will be able to see the extra field in the Details tab in all their requests.
More information:
FAQ: How do I change field labels in SuperOffice Service?
FAQ: How do I delete a user profile in SuperOffice Service?
FAQ: How do I create a link between sales or projects and requests in Service?